You may face an issue where you are unable to activate your license, meaning you cannot retrieve your license key.
Make sure you are using the correct email to access the GFI Accounts Portal because your company may have several emails and you could be using the wrong one that has an expired license.
You can find the correct steps to obtain your license key in Obtaining Your GFI License Key.
In case you have an issue activating a product please follow the steps from the article: Unable to Activate a Product in GFI Unlimited Subscription.
If a customer reaches out with a similar request, you can search for older tickets to make sure the user is using the account with the correct email. You should also check for the license by Impersonating a Customer in the GFI Accounts Portal